Terms & Conditions
Products / Supplies
We only ship to residences and places of business. We do not ship to P.O. Boxes, hotels, etc.
All products and supplies are shipped via FedEx Ground, USPS Priority, or LTL Freight - whichever offers the best rate for the order size/weight. Depending on what you order and the quantity you order, we typically ship within 1 - 3 business days after receiving an order, with an average of same day shipping. Transit time is based on your location from our warehouse. We are conveniently located in central USA (Bonham, TX).
HELPFUL TIP: If you plan to order a particular item in bulk, or plan to order an item often, please let us know and we will be sure to keep that item in stock for you at all times.
Lost or Stolen Items
We will NOT be held responsible for any lost or stolen items after an order has been delivered. If you have a problem with "porch pirates" stealing packages in your neighborhood, you will need to remedy the situation on your end before placing an order.
While most of the time this shouldn't be a problem, our responsibility as a supplier ends when we submit the package to the shipping carrier. We can accommodate any requests made to place a package in a particular area (e.g. by the gate, around the side of the house, etc.), if needed. Please be sure to add this info in the comment section during checkout.
Live Feeder Insects
Live arrival guaranteed. Any issues with live feeder insects must be reported within 24 hours after receiving your order, along with a photo. Any DOA insects will be replaced/added on your next order. There are no returns on live feeders insects.
Damaged Items (i.e. broken during transit)
Damaged items must be reported within 24 hours after receiving your order. Be sure to inspect all of your items as soon as they arrive. Detailed photos of any damaged items must be included in your email. You may email us at info@reptilesupplyco.com for assistance.
Depending on the item, we may ask for it to be shipped back, or not. Replacement or credit will be given after reviewing the photos. Please make sure the photos are clear and include a photo of the box your item(s) were shipped in.
Defective Items (i.e. item never worked)
For any item that is discovered not to be working out of the box or suddenly stops working will be covered under the manufacturer's warranty. Please email or call us for assistance and be prepared to provide photos and or video showing the defect. This is mandatory for proper assistance. We may also require you to ship the defective item back (in its original product packaging) in order to receive credit or a refund. If so, you will be required to box up the item and provide us with accurate dimensions and weight so that we can email you a return shipping label. If the items turns out to not be defective, we will not issue a refund. At this point, if you want the product back you will need to pay for shipping. Please make sure to fully test the item before determining it as being defective.
Missing Items
Any items that are discovered missing from an order must be reported within 48 hours after receiving your order.
Returns / Exchanges
Any and all product returns must be pre-approved. Please email us at info@reptilesupplyco.com for assistance. A 20% restocking fee will be applied to all returned items due to buyer's remorse. Returns and exchanges must be sent back to our warehouse - at your expense - and must arrive at our location within 30 days from the original shipment date. All returned items must be in acceptable, unused, resalable condition with the original product packaging. Be sure to package the item(s) exactly how they were sent, as we will not be responsible for breakage during transit back to us. Food items, Supplements and Remedy Products (e.g. Mite Sprays, Cleaners, Disinfectants, etc.) are non-refundable.
ATTENTION: RETURNS
1425 Old Ector Rd
Bonham, TX 75418
In the event we happen to ship you the wrong product, we can either, a.) Refund your shipping costs for that particular item(s); or, b.) Send you the correct items at no additional cost. We may ask for the incorrect item(s) to be sent back, or we may allow you to keep them.
Changes / Cancellations
If you wish to cancel or modify your order, please contact us as soon as possible. We will make every effort to accommodate your request, however, once an order has left our premises and is in transit, it will be out of our hands and the purchase will not be able to be cancelled or modified. In this case, please refer to our Return Policy.
Alaska, Hawaii & Puerto Rico
All orders outside of the continental US will require additional shipping. When you place an order, we will contact you with the additional shipping amount needed to continue processing your order. You can then either accept the additional shipping amount and make payment, or you may cancel your order for a full refund.
International Orders
All import duty, taxes & customs clearance fees are the responsibility of the buyer.
